Managed SharePoint Services
SharePoint is a powerful content management system that makes corporate documentation, application, workflows, file storage, and collaboration easier and more people-centric. It offers touch-based experiences across devices and improved mobile access to content, people, and applications.
Service Deliverables:
SharePoint Technical Support Matrix
The following table defines Concero responsibilities in providing the Managed SharePoint Services as well as the responsibilities of the customer. The table also indicates additional tasks under the Professional Services column for which additional fees apply.
(E = Executor, I = Information Provider)
| Task | Description | Included Service | Professional Service | Customer |
| Supported Versions | 2010/2013/2016 | |||
| Software Licensing | Perpetual with Software Assurance or SPLA SharePoint (SALs and Processor Licenses) | I | ||
| Install and Configuration | Collect configuration requirements from customer | E | I | |
| Setup Windows server for SP installation – See Managed Windows Service. | E | |||
| Install supported version of SP | E | |||
| Patch SP components to most current level | E | |||
| Configure SP as per customer requirements | E | I | ||
| Setup of baseline SP monitoring agent(s) & checks | E | |||
| Setup of custom SP monitoring agent(s) & checks | E | I | ||
| Setup of global url monitoring, if applicable | E | I | ||
| Setup SP local/remote backups as per policy | E | I | ||
| Configure edge and host firewall rules | E | |||
| Configure load balancing rules, if applicable | E | I | ||
| Configure replication services, if applicable | E | I | ||
| Customer validation after install and configuration | I | E | ||
| Maintenance | Troubleshoot any SP related problems | E | I | |
| Configuration/permission changes | E | I | ||
| Ad-hoc start up or shut down of SP services | E | I | ||
| Monitor SP ongoing availability and performance | E | |||
| Apply patches to SP as required | E | |||
| Upgrade to new SP version at customer request | E | I | ||
| Customer validation after SP patch/upgrade | I | E | ||
| Backup and Recovery | Install and configure backup client | E | ||
| Implement local and remote backup policies | E | I | ||
| Perform restore process test after initial backup setup | E | |||
| Data/server restores per customer request | E | I | ||
| Ad-hoc customer request for backup copy | E | I | ||
| Design and setup nonstandard backup procedures | E | I | ||
| Design and setup nonstandard recovery procedures | E | I | ||
| Routine recovery testing as per Order | E | I | ||
| Ad-hoc recovery testing per customer request | E | I |
SharePoint Install Matrix
The following table defines the Windows components installed by default and those that are optional as well as the responsibilities of the customer.
(E = Executor, I = Information Provider)
| Components | 2nd Level | 3rd Level | Default Install | Optional Install | Customer |
| Web Server (IIS) for SP | Web Server | Common HTTP Features | E | I | |
| Static Content | E | I | |||
| Default Document | E | I | |||
| Directory Browsing | E | I | |||
| HTTP Errors | E | I | |||
| HTTP Redirection | E | I | |||
| WebDAV Publishing | E | I | |||
| Application Development | ASP.NET | E | I | ||
| .NET Extensibility | E | I | |||
| ASP | E | I | |||
| CGI | E | I | |||
| ISAPI Extensions | E | I | |||
| ISAPI Filters | E | I | |||
| Server Side Includes | E | I | |||
| Health and Diagnostics | HTTP Logging | E | I | ||
| Logging Tools | E | I | |||
| Request Monitor | E | I | |||
| Tracing | E | I | |||
| Custom Logging | E | I | |||
| ODBC Logging | E | I | |||
| Security | Basic Authentication | E | I | ||
| Windows Authentication | E | I | |||
| Digest Authentication | E | I | |||
| Client Certificate Mapping Authentication | E | I | |||
| IIS Client Certificate Mapping Authentication | E | I | |||
| URL Authorization | E | I | |||
| Request Filtering | E | I | |||
| IP and Domain Restrictions | E | I | |||
| Performance | Static Content Compression | E | I | ||
| Dynamic Content Compression | E | I | |||
| Management Tools | ALL | E | I | ||
| IIS Hostable Web Core | E | I | |||
| SQL DB | Feature Install | Database Engine Services | E | ||
| Full-Text and Semantic Extractions for Search | E | ||||
| Analysis Services | E | ||||
| Shared Features | Reporting Services – SharePoint | E | |||
| Reporting Servcies Add-in for SP products | E | ||||
| SQL Server Data Tools | E | ||||
| Management Tools – Basic | E | ||||
| Management Tools – Complete | E | ||||
| Instance | Default or Named | E | I | ||
| Service Accounts | SQL Server Agent | E | I | ||
| SQL Server Database Engine | E | I | |||
| SQL Server Analysis Services | E | I | |||
| Authentication | Mixed mode or Windows | E | I | ||
| Analysis Services | Multidimensional or Tabular, Directory paths | E | I | ||
| Reporting Services | Install Only | E | |||
| SP Install | File Location | E | I | ||
| Config Wizard | Connect to a server farm | E | I | ||
| Config DB | E | I | |||
| Farm Security Settings | E | I | |||
| Central Admin Web App | E | I | |||
| Custom Design | E | I |
SharePoint Baseline Performance and Availability Management
By default, we install the N-Central monitoring agent to assist in preventing and troubleshooting service issues. Detailed RDS health and performance reports are available on-demand. Some of the default monitors include:
| Alert if Port 443 is unavailable
Alert if SP URL is unavailable Alert if IIS service is not in a started state |
High CPU or RAM Usage
Low disk space Expiring certificates … Ask is for more details |
Performance and availability data is retained for a minimum of thirty (30) days. Longer retention periods are available if required. Checks are run every 30 seconds to 1 minute and alert after 5 minutes of consecutive downtime. Failed checks automatically alert the Service Desk.
SharePoint Baseline Security Management
We follow best practices in securing RDS. Each SP install starts with a hardened VM template then continues with a checklist of post-installation steps. Our ongoing server maintenance, including routine application patching, helps ensure the system stays secure. Our IIS security features include:
- Hardened IIS/Windows OS template to NIST standards
- Disabling of unnecessary features and services
- Routine patches and critical fixes applied to IIS and Windows host
SharePoint Backup and Recovery Services
SP backups and recoveries are done using Veeam Backup images and/or Nutanix storage snapshot technology to achieve aggressive recovery time and recovery point objectives. By default, RDS server backups happen daily and are stored to a local backup library for 14 days. However, the local and remote retention policies for these daily backups are fully customizable. IIS recovery requests can be made to Support Services 24x7x365.
SharePoint Backup Features
- Design, setup, and maintenance of enterprise-grade backup infrastructure
- Setup, monitoring, and reporting of RDS backup jobs
- Fully customizable local and remote backup plans
- Default RDS backups to local disk daily
- Default daily file-level backup by Veeam to secondary storage
- Default 7 day local retention period for daily backups
- Optional remote retention of daily, weekly, or monthly backups
- SQL Maintenance Plans for SP DB’s
SharePoint Recovery Features
- Open recovery ticket with Support Services 24x7x365
- Recover specific objects/files
- Recover to specific points (date/time)
- Recover data to its original location
- Recover data with a new name to its original location